We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger.
FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.
About the Opportunity:
This is an open position with Monongahela Power Company, a subsidiary of FirstEnergy Corp. [MP]
The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate's skills, work history, experience level, and other relevant qualifications.
This position reports to the Supervisor, Energy Assistance Outreach.
This position will be classified as hybrid, with the on-site reporting location in West Virginia. Employees must reside in West Virginia.
Responsibilities:
The Energy Assistance Specialist plays an important role in ensuring efficient and effective administration of energy assistance programs. This position primarily handles back-office tasks related to FE low-income assistance programs, including documentation, data management, answering phone calls from vendors, investigating and solving concerns/issues with programs, and coordination with various stakeholders.
Candidate competencies:
Demonstrates applied understanding by ability to use information to solve basic problems and situations, without seeing the relationship to other material or recognizing greater implications. Employees who have matured to the point of full competency and proficiency in their respective disciplines. They exhibit an in-depth understanding of the products and services and of customer needs and expectations. They recommend and implement solutions to the more complex issues and assignments and develop process improvements and efficiencies to improve customer service. Possesses strong skills and knowledge and provides leadership on initiatives and projects.
Standard Responsibilities:
Provide a high level of customer service, continuous support, and proactive involvement to leadership and peers.
Demonstrate a solid commitment to all aspects of safety.
Conduct in-depth business-specific research, analyze data, interpret results, and make recommendations involving Human Services programs.
Meet customer needs by providing sound service and responsiveness (based on proficiency level above)
Actively seek formal and informal learning opportunities to better understand Human Services programs and procedures. (based on proficiency level above)
Assist in the organization and filing of documentation in accordance with established procedures.
Attend community events to promote and support programs as needed.
Exercise sound decision making by developing alternatives and recommendations to improve work processes.
Respond to inquiries from customers/vendors or other stakeholders regarding FE low-income programs via email, phone, or other channels.
Resolve issues and concerns raised by vendors in a timely manner.
Provide advice, education, and encouragement to others (based on proficiency level).
Identify opportunities for process improvement and efficiency within the back-office operations.
Business Unit Specific Qualifications:
Full understanding of all Human Services programs.
Ability to identify issues with program usage.
Desire to stay abreast of changes and interpretations of programs.
Demonstrate ability to assist with review of program materials as needed.
Knowledgeable on SAP/CRM skills
Full comprehension of company procedures
Willingness to support cross-functional efforts as needed.
Ability to present information to groups both within and outside of organization.
Ability to assist with projects and support efforts with program updates.
In-depth knowledge to assist other processes with interpretation issues and specific guidance on individual accounts without input from management and with complete competency.
Qualifications:
Two- or four-year degree in a related discipline is preferred, along with minimum 4 years relevant work experience required.
In lieu of degree, minimum 7 years relevant work experience will be required.
Previous experience in administrative support role, preferably in the energy or social services field.
Sound knowledge of Microsoft Office tools, including Excel, PowerPoint, and Word
Demonstrate a questioning attitude to learn, produce results.
Demonstrate growth in use of research techniques.
Demonstrate problem solving and decision-making abilities
Deliver quality, accurate work within established deadlines
Exceptional written and verbal communication skills
Time management skills
Demonstrate in-depth understanding of applicable Human Services Programs.
Understand best practices and techniques for addressing customer concerns.
Exercises independent judgment on basic projects and assignments.
Performs in accordance with the FirstEnergy Core Values.
Must maintain a valid state driver's license.
Ability to travel to outlying locations in the designated service areas and stay overnight if required.
Benefits, Compensation & Workforce Diversity
At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.
Safety
Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.
